In this episode, we dive deep into the psychology of deal-making with neuroscientist and pricing expert Kai-Markus Mueller, co-author of The Invisible Game.What if the key to winning more deals wasn't what you said, but how you framed it?

Join us as we explore how consumer psychology, neuroscience, and choice architecture shape negotiations, whether you're closing a new customer, renewing a contract, or negotiating your salary.Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/You’ll learn:- What the Prada sweater strategy teaches us about value perception- The power of anchoring in negotiation (and how to do it right)- How to master the visible vs invisible game in sales- Why silence is one of your strongest negotiation tools- What your customers’ brains (and your own!) are doing during a deal- Quick wins for applying framing, confidence, and timing to influence outcomesWhether you're a Customer Success Manager, a sales professional, or just curious about decision-making psychology, this episode will give you practical insights you can start using today.Learn more about “The Invisible Game” by Kai Markus Mueller & Gabriella Schneider book, a must-read for anyone in Customer Success, Sales, or Pricing Strategy.

https://www.amazon.de/-/en/Invisible-Game-Secrets-Science-Winning/dp/1394152981Connect with Us:Kai-Markus Mueller - https://www.linkedin.com/in/kaimarkusmueller/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER.

With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success.

Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead to real improvements in products and services.

Key Topics:

- Essential Role of VoC Framework: We kick off with a discussion on why a solid VoC program is not just beneficial but essential for businesses to collect feedback and drive improvements.

- Impact on Customer Satisfaction and Revenue: Andrew emphasizes how a well-executed VoC can lead to heightened customer satisfaction, loyalty, and ultimately, an increase in revenue.

–Creating Customer Stories: Learn how to go beyond mere listening to creating compelling stories from customer feedback, encapsulating their experiences and needs.

- Practical Tips for Effective Communication: Gain insights into the importance of echoing customer sentiments to confirm understanding and establish stronger connections.

Special Insights:

- Continuous Listening: Emphasizing the importance of always being receptive to customer feedback, not just the loudest voices.

- Balancing Features for New and Existing Customers: Striking a crucial balance between attracting new customers and satisfying the existing ones.

- Building Trust with Colleagues: Andrew shares his unique approach to fostering workplace alliances essential for implementing strategies like a VoC framework.

Resources:

- Visit Successcoaching.co for more insights and resources.- Download the CS Connect "⁠Crystal Ball 2024" report: https://bit.ly/3ROH8Fn

- Want to be part of the CS Connect Slack community? https://join.slack.com/t/successconnect/shared_invite/zt-29sy33osy-wLh22i0FTSyzISdrKbh4Yw

You can find us on ⁠LinkedIn: https://www.linkedin.com/company/cs-connect/

Connect with us on LinkedIn:⁠⁠⁠

Andrew Marks - https://www.linkedin.com/in/andrew-successhacker/

⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/⁠

Nav Thomas⁠⁠ - https://www.linkedin.com/in/navneeththomas/

We welcome back Marija Skobe-Pilley, Customer Success leader, founder of Women in Customer Success, and creator of the Revenue CSM course. 🎯

We dive deep into what it really means to think like a business owner as a Customer Success Manager. From understanding your numbers to breaking the myth that CSMs shouldn't sell, Marija shares tactical ways to build confidence, have commercial conversations, and identify upsell opportunities, without sounding “salesy.”

🎁 Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/

What you’ll learn:

- Why an entrepreneurial mindset is essential in modern CS

- How to position yourself for promotion by owning revenue conversations

- Ways to start applying a commercial approach, this week!

- The power of discovery questions and customer insights

This episode is packed with insights you can put into action today, especially if you're transitioning into CS or in the early years of your CS journey.

🔗 Enroll in Marija’s course “The Revenue CSM” here: https://www.womenincs.co/the-revenue-csm

What happens when a Customer Success Manager starts thinking like a Revenue Manager?In this powerful I had a great conversation with Diego Fernandez Perez De Ponga, CEO of Port Hotels, author of The Art of Revenue, and one of the leading voices in hospitality revenue strategy, to explore how Customer Success teams can borrow high-impact tactics from Revenue Management to drive growth and strategic value.

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/You’ll learn:- How to use data-driven decision making to boost credibility and uncover hidden risks- Why forecasting is not just for sales—CSMs can use it to predict churn, renewal, and expansion- How segmentation and prioritization lead to better customer outcomes- What it truly means to move from a cost center to a profit centerWhether you're transitioning into Customer Success or you're a few years in, this episode will arm you with practical tools and a fresh mindset to become a more strategic, revenue-conscious CSM.🎧 Sponsored by Vitally – the modern Customer Success Platform trusted by 600+ companies.

Claim your free AirPods Pro after a qualified demo: vital.io/cstalks

Grab Diego’s book, The Art of Revenue - https://www.amazon.com/art-revenue-complete-guide-management/dp/B0D4CWG3KH

Connect with Us:

Diego Fernandez - https://www.linkedin.com/in/diegodeponga/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

AI is reshaping Customer Success—but are we using it the right way?

In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch.

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/

We explore:

- Why not every company should rush to adopt AI

- The real AI skill every CSM should master (hint: it’s not just prompting!)

- The dangers of misusing AI in high-touch relationships

- The future role of CSMs in an AI-driven world. Whether you're new to CS or leading a team, this episode will help you think more strategically about AI and its role in your work.

Want to explore Vitally and get a free pair of AirPods Pro after a qualified demo?

Click here: vitally.io/cstalks

Connect with Us:

Jamie Davidson - https://www.linkedin.com/in/davidsonjamie/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6Explore

Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily work, customer interactions, and future roles.Today’s guest is Kelly Turner, SVP of Global Customer Success at Vitally.io. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to executive, her journey is proof that diverse experiences can fuel success in CS.

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/

In This Episode, You’ll Learn:

- How Kelly’s team is actively using AI at Vitally to drive retention, reduce time-to-value, and support scaled customer engagement

- The human vs. AI balance; why relationship-building is still the CSM’s superpower

- Why prompt-writing (and asking the right questions) is becoming a must-have skill for CSMs

- A tactical framework to pitch AI usage from the bottom up if your organization hasn’t embraced it yet

- Insights into how AI will shape future CS roles, from automation of admin work to enabling proactive, data-driven strategies

Whether you're new to CS or looking to stay ahead of the curve, this episode will equip you with real-world tactics and strategic foresight. Check out Vitally and claim your AirPods Pro for a qualified demo

📢 Like, comment, and share if you find this helpful!

In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts:

Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience.

Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations.

Together, they share hard-earned lessons and practical strategies.Key Takeaways:- Success isn’t about feature delivery, it's about delivering outcomes that matter to the customer.

- You must go beyond surface requests and ask “why” repeatedly to uncover true goals.

- Listening deeply to words and what’s between the lines is a critical CS skill.- It’s okay to say “no”, but you must do it transparently and with a focus on alternative outcomes.

This episode is your tactical playbook for defining, discovering, and delivering real customer success, especially when the path isn’t obvious.

Listen now and start leading value conversations that drive real impact.

Connect with Us:

Tamara Kemp - https://www.linkedin.com/in/tamarakempf/

Ayman Azmy- https://www.linkedin.com/in/aymanazmy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you provide strategic support.- Why focusing on outcomes over product usage elevates CSMs from product specialists to trusted advisors.Packed with actionable advice for individual contributors and early-career CSMs, this episode is a must-watch for anyone looking to make a real impact in customer success. Lincoln also shares behind-the-scenes stories about his books, including Maximizing Lifetime Value, and why the industry must evolve beyond outdated strategies.

Subscribe to Customer Success Talks for more expert insights, and join us in improving the world of customer success!

Resources:

Purchase Lincoln Murphy’s book Maximizing Lifetime Value: https://www.customergrowthlab.com/maximizing-lifetime-value-book-early-access

Explore more from Lincoln at Sixteen Ventures: https://sixteenventures.com

Follow Lincoln’s Customer Engagement and Growth newsletter: https://www.linkedin.com/newsletters/7042493583362297856/

Check out Impact Academy for CSM training: https://www.impactdemy.com/

Connect with Us:

Lincoln Murphy- https://www.linkedin.com/in/lincolnmurphy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America!

Check out Customer Success Talks Latin America, our Spanish version of the show.

Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA